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CUSTOMER SERVICE
"We are continuously striving to
improve the service we provide our members and we will change/improve our
procedures if after investigating a complaint it is apparent that we could
work in a better way that would result in a better service to our customers.
If we do change the way we do something because of this, it will be reported
here".
To view our standards of service,
which specify the maximum turn around times in which we aim to take the
action for our members, are presented in our Customer Charter
document, downloadable from the link below.
Customer
Charter
(483kb)
pdf
Compliments
What members should
do if they wish to compliment the service provided by the fund.
We welcome and value your comments on the standard
of service we provide. If you have any comments you wish to make you can
write to us (our address is given below) or call our helpdesk on (01225) 47
7000.
Complaints Policy/ Procedure
What members should
do if they wish to complain about the service provided by the fund.
We would also like to hear from you if you are not
satisfied about the way you have been treated. If you wish you can speak to
Steve McMillan, the Pensions Manager, on his
personal number (01225) 39 5254. Your complaint will be acknowledged and
placed on the 'complaints register' within 5 working days and aim to deliver
a full response within 14 working days.
*Disputes over benefit payments will initially be
handled by our Senior Technical Pensions staff and if not resolved, the
issue will be processed as a formal complaint also known as - Internal Dispute Resolution Procedure
(IDRP). (See
below for IDRP Booklet)
If you wish to make a Complaint you can write to:
Avon Pension Fund
Floor 3 South
Riverside
Temple Street
Keynsham
BS31 1LA
Telephone: 01225 477000
Fax: 01225 395258
Email the Fund: avon_pension@bathnes.gov.uk
What if my complaint has
not been resolved or I'm not satisfied with the outcome?
If you are not satisfied with any decision
affecting you made in relation to the Scheme,
you have the right to ask for it to be looked at again under the formal
complaint procedure. You also have a right to use the procedure if a
decision should have been made by your employer or administering authority,
but hasn’t been. The complaint procedure’s official name is the Internal
Dispute Resolution Procedure (IDRP).
To view a short Employee's guide to IDRP please
follow the link below.
Employee's
Internal Dispute Resolution Procedure (IDRP) (345kb) pdf
To
view the Employer's guide to IDRP please follow the link below.
Employer's
Internal Dispute Resolution Procedure (IDRP) (249kb) pdf
*If you work for a small
Scheme Employer (i.e. less than 20 staff), or in an outlying office, school
or depot of a larger Scheme Employer, and a presentation is not being held
in your workplace, then it may be possible for you to make an arrangement to
attend a presentation being held at a
FEEDBACK
COMPLAINTS FEEDBACK
Complaints
Feedback 2002 - 2008
PENSIONS CLINIC FEEDBACK
Pension
Clinic Feedback for October - December 2007
RETIREMENT QUESTIONAIRE FEEDBACK
Retirement
Questionaire Feedback from July 2006 - April 2008
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